Plan requirement
| Subscription | Any plan |
| Access | Agent |
How large an attachment can be, which types get through, and what a customer sees when their file is refused.
Size
Zendesk sets a maximum attachment size that depends on your plan, and an admin can lower it but not raise it above that ceiling. The current figure is shown in the attachment settings in Admin Center, which is the right place to check rather than trusting a number you read somewhere.
Email has its own limits as well, imposed by the sending and receiving mail systems. A file that Zendesk would accept can still be rejected before it arrives.
Types
There is no allowlist of permitted types to configure. Most file types get through. Attachments are scanned, and anything identified as malicious is blocked rather than delivered.
What the customer sees
A file that is too large is refused by the mail system or the form, and the message the customer gets is generic. They frequently assume it worked and wait for a reply that never comes, so a note on your request form about the limit prevents more confusion than it looks like it would.
When files are genuinely large
Video and log archives routinely exceed any reasonable limit. Asking for a link to a file sharing service is more reliable than trying to squeeze it through email, and it keeps large files out of your Zendesk storage.
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